Data Center Operations Manager (Mandarin Speaking)

About the Role:

The Operations Manager is the operational engine of the delivery team, responsible for the day-to-day execution of all managed service activities across the 24×7 shift model.

Receiving the full operational handover from the SDM at the end of the mobilization phase, the OM becomes the primary operational authority on the ground for the full 12 month contract duration, ensuring service continuity, shift discipline, and cross-functional coordination across all support tiers.

Responsibilities:

• Leads and governs all four shift teams (Team A–D) under a 2 × 12-hour shift model, ensuring every shift transition is executed with full operational discipline and comprehensive handover documentation.
• Maintains end-to-end oversight of the incident management lifecycle from intake through to formal closure, ensuring no ticket ages beyond SLA without active escalation.
• Leads structured problem management for recurring incidents to identify systemic root causes and drive permanent resolutions.
• Governs all infrastructure changes through the Change Advisory Board (CAB), serving as the operational gatekeeper for change execution.
• Functions as the operational bridge between shift teams (L1/L2) and L3 experts and OEM partners, activating escalation paths when L2 exhausts standard resolution procedures.
• Monitors daily operational health metrics, ticket aging, SLA compliance rates, unresolved alarm backlogs, and provides data inputs to Monthly Incident & Problem Reviews.

Qualifications:

• Experience: 8+ years in IT services | 5+ years in managed-service leadership.
• Certification: ITIL 4 or PMP.
• Language: Mandarin Speaking

Required Skills:

• Operational management experience in a 24/7 environment.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.